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Philips Technical Support Engineer in United States of America - Home Based, Massachusetts


If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Join our highly skilled Healthcare Informatics Solutions and Services team, who is responsible for overall success of Philips customers utilizing our suite of medical imaging products. As an RSE, you will be responsible for delivering excellent customer care and being there for customers when they need us the most.

You are responsible for

  • Analyzing break/fix issues and working with empathy and sense of urgency to deliver solutions to meet customer/partner needs.

  • Working through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues.

  • Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation.

  • Logging all service data required for tracking.

  • Maintaining a high level of technical competence on Philips solutions and related technologies.

  • Acting as subject matter expert on specific product group(s).

  • Ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction.

  • Sharing best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.

  • Contributing to the knowledge base and create knowledge base materials.

  • Working directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions, and other technical issues.

  • The shift for this position will be: Tuesday - Saturday 3 PM to 12 AM EST.

You are a part of

Philips Enterprise Diagnostic Informatics (EDI) Business Group (BG), which provides affordable and integrated informatics solutions for health systems. We believe that by enabling intelligent decision-making and improving clinical pathways, our solutions will lead to better clinical, operational, and financial outcomes across the health continuum. You will report directly to the Senior Manager of Customer Support.

To succeed in this role, you should have the following skills and experience

  • Relevant degree in Computer Science or related technology with 3+ years in a customer support environment

  • 2+ years working supporting PACS (Philips products highly desired)

  • Familiarity with HL7 and DICOM

  • Requires highly effective communication skills, both verbal and written

  • Proven ability to write technical articles outlining problems, resolution and troubleshooting steps

  • ITIL Foundation certification (a plus)

  • Experience using and troubleshooting the following Technologies/Protocols:

  • Microsoft SQL Server 2000/2005/2008

  • Server Operating Systems: 2008 and 2012

  • TCP/IP networking

  • Experience applying the following skill sets:

  • SQL Query / Report Creation

  • Power Shell, Visual Basic and/or Batch File Scripting

  • MS Windows Server Installation/Operating system installation

In return, we offer you

The opportunity to take on this pivotal role, providing you the opportunity to leverage your diverse IT background. By using your knowledge and expertise with PACS, you will assist in delivering our healthcare platform services to a broad set of internal and external customers.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran